Scheduling Analyst I
ADP

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POSITION SUMMARY:
Responsible for scheduling all associates and activities based on the forecast to support both the associate and client experiences. This includes ensuring that all client channels are staffed for appropriate service levels while supporting back office requirements and associate development activities. This balancing act is required over 90% of the time since required resources will typically exceed actual resources based on all priorities.
When required resources exceed actual resources, scheduling options must be developed and presented to the regions with strong recommendations. One week's solution will impact future week decisions to ensure that one KPI is not consistently impacted over the other.
Presenting the options to the regions requires collaboration and negotiation skills with all levels in the region. In essence, the Scheduling Analyst is considered the "face" of the Workforce Management to all the Regions.

RESPONSIBILITIES:

• Prepares associate schedule options based on forecasts supporting all client channels, back office requirements while balancing client & associate experience strategies and region requirements.
• Coordinates associates schedule change requests and scheduling of time off.
• Develop multiple schedule options when required resources to support target KPIs exceed actual staff (occurs 90% of the time). Schedule options must balance the associate & client experience, back office and region requirements. A strong recommendation should be provided to the region on which option balances all needs the best.
• If options are required for multiple weeks, options and recommendations must be balance across the month to ensure that the associate or client experience is impacted more than the other during the course of the month.
• Requires extensive interaction with all levels of Leadership within the regions and Service Management.
• If appropriate options are not provided, associate morale could be impacted, increase call volume can result if back office and answer performance are not balanced, and loss of confidence of Regional Leadership.
• Partner with various Business Units, Project Teams, Training, etc. to schedule mid & short term training and associate coaching to ensure the SBS' commitment towards quality.
• Conducts daily/weekly/monthly meetings focused on reviewing schedule, KPI results, etc. throughout all of SBS.
• Review the current process of scheduling and uncovers the potential opportunities of improved efficiency, that includes schedule rotations, operation hours and staffing of agents.
• Utilizes workforce management scheduling software in developing weekly staffing optimization for all business and appropriate type of contacts (inbound/outbound calls, faxes, emails, chat).
• Ensures that the exception entries are accurate and consistent, maintain consistent and accurate shrinkage reports.
• Produce and analyze variances between forecasted demand and resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated.
• Ensures that, where appropriate, lessons are learnt to ensure the development of the workforce planning/scheduling process and tools. This will include the collation and management of feedback to and from staff within multiple sites.
• Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/lunches, etc
• Assist in the production of performance management data, scorecards, dashboards.
• Develops optimal agent schedules at multiple sites to meet call center established goals.
• Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback.
• Maintains events calendar on behalf of Region (meetings, trainings, 1:1 sessions, etc) and ensure that impacts to business are captured, analyzed and recommendations on staffing supporting the associate experience are delivered in a timely manner.

QUALIFICATIONS REQUIRED:
Education: Degree or equivalent in education & experience.
Experience: 0 -1 year